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Description of support services

Support Services are limited to the diagnosis of actual Errors attributable to any Soft-Integrations Service , and specifically exclude support to remedy an Error or malfunction that is caused in whole or in part by: (i) any equipment, materials, products or software not provided by Soft-Integrations ; (ii) any unauthorized repair, adjustment, modification or alteration to the Soft-Integrations by Subscriber or any third party, (iii) any refusal by Subscriber to install or to use a remedy, update, or replacement version of the Soft-Integrations Service offered by Soft-Integrations to Subscriber at no cost; (iv) any use of the Soft-Integrations Service not in accordance with the documentation; (v) any neglect, accident or misuse of the Soft-Integrations Service; (vii) any malfunction that is not attributable to the Soft-Integrations Service, or (vi) any defect in the Soft-Integrations Service that is not the most current or immediately prior release of the Soft-Integrations Service.  For purposes of this Policy, “Error(s)” means a reoccurring failure of the Soft-Integrations Service to perform substantially in accordance with its functional specifications that is caused by an Error in the Soft-Integrations Service and not caused by any other factors.  Subscriber acknowledges and agrees that Support Services shall not apply to any third party hardware or software products, and Subscriber agrees to only look to the licencor of such third party hardware or software products for any maintenance and support.
ServiceBridge will provide initial Support Services on all calls when requested to do so by Subscriber. Subscriber will be notified as soon as it is suspected or known that the Error is not attributable to the ServiceBridge Service and can then decide if work should continue.
Support Services shall consist of the following:
  1. Support Services. Support Services for the Soft-Integrations Service shall consist of the following:
    1. Hours for Real‑Time Assistance.Real-time technical assistance, via Support Services, is provided to Subscriber between the hours of 8 a.m. and 6 p.m. Central time, Monday through Friday, excluding national holidays (with additional access through the use of e-mail, telephone and/or by facsimile). Subscriber is responsible for maintaining all associated access controls and passwords for contacting Support Services.  Support Services is available to log calls via email, prioritize calls, and check call status 24 hours a day, 365 days a year, as well as displaying all significant notes made on the call by a Subscriber representative.  Soft-Integrations will also maintain email communications from a single support mailbox.  The Support Services email will only be monitored Monday through Friday from 8 a.m. to 6 p.m. Central time.  Soft-Integrations will also maintain normal telephone communications in the form of a single telephone number for support which can be found (06) 51521934.
    2. System Down Email Service and Overnight Support Services. Emergency email support to assist in critical issue resolution will be available 24 hours a day, 365 days a year and will be continuously monitored electronically so appropriate support personnel may be contacted directly by email info@soft-integrations.nl when required.
  2. Error Correction.
    1. In the event an Error is found in the program logic of the Soft-Integrations Service, Soft-Integrations will endeavor to correct such Errors or provide a temporary work-around for such Error in accordance with this Policy. All updates, modifications and workarounds shall be provided by Soft-Integrations. Please click on the next link to report a bug or improvement. 
    2. To the extent possible, Soft-Integrations will endeavor to address simple requests and informational type questions during an initial call review. More difficult Errors may also be resolved in this manner if they have previously been addressed by Soft-Integrations. Subscriber calls related to Errors that are not resolved during the initial call review by Subscriber are followed up in order of priority and severity as assigned by Soft-Integrations in the Soft-Integrations call tracking system.  The assigned severity level will determine how Soft-Integrations and Subscriber will respond to the call, and the approach Subscriber will use in pursuing final resolution to the Error.  Final resolution may include instruction to Subscriber as to how the Error can be avoided or corrected, instruction to Subscriber on implementing a work-around procedure or correction, issuance of software updates or data correction that can be applied by Subscriber immediately, development of software corrections that will be available to Subscriber in a future release of the Licensed Product, development of software enhancement that will be considered for availability to Subscriber in a future release, or any combination of these alternatives.
  3. Subscriber Responsibilities. Subscriber shall promptly notify Soft-Integrations of all Errors with the Soft-Integrations Service, and shall, if applicable, provide assistance in identifying and detecting Errors. As requested by Soft-Integrations , Subscriber shall provide data and information regarding all Errors in sufficient detail and with sufficient supporting documentation to enable Soft-Integrations  to diagnose, and if necessary, recreate the Error, error or malfunction.
  4. Updates and New Releases. Soft-Integrations will provide Subscriber all updates to the Soft-Integrations Service that are commercially released by Soft-Integrations to its general customer base for the applicable Licensed Product as part of Support Services during the term of the license for such Soft-Integrations Service, together with loading instructions adequate for a reasonably skilled operator to install and operate the update and related installation program.  It is the responsibility of Subscriber to follow the installation instructions as delivered. Updates provided to Subscriber pursuant to this Policy shall be considered part of the Soft-Integrations Service for purposes of this Policy (and governed consistent therewith) upon delivery to Subscriber.
  5. Updated Release Notes. Soft-Integrations will periodically provide updated release notes associated with enhancements resulting from fixes to the Soft-Integrations Service. Every customer will have a bespoke and secured Soft-Integrations Service Customer portal to get updates on both software and database design changes if required. 

The Soft-Integrations team

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